Valuable Information for Troubleshooting You could Provide Us with
The information below could help a lot with troubleshooting if you may kindly provide us with when email at support@xtool.com. Thank you!
- Software version
- Firmware version
- Product Serial Number (S/N)
- Computer System Information
- Project file(s)
- Problem video(s)
1. Software version
2. Firmware version
3. Product Serial Number (S/N)
You may find the Serial Number on a label attached to the Rear Plate of the machine.
4. Computer System Information
Windows:
Right-click on Start, then click on Run and Enter "dxdiag" command for System Information.
macOS:
Click Go>Utilities>System Information
5. Project file(s)
6. Problem video(s)
The video(s) should cover the whole operation process and the fault phenomenon.
If the failure is not easily reproducible or it occurs at random, please describe in detail the operation performed before the failure and the failure itself.
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xTool D1 ser No: P1030229220822000057
s/w v1.1.24
firmware : V40.30.010.01 B2
using iMAC
I have a couple of queries now.
1) when cutting out, I get burn marks on the right hand side and the bottom side of a rectangle.
The left hand side and top edge does not have burn marks.
2) i tried to upgrade the firmware to 40.31.010.01.
every time I try to do this I get a message to say firmware uploaded ok ensure the update switch is re-positioned for normal use.
After moving the switch and clicking on the confirm button my laser looses contact then regains contact and tells me that I need to upgrade
my firmware to 40.31.010.01. It does this every time.
Any help please.
Jeff Perkins
My computer will not connect to the engraver- using USB connection and continuously get failure message.
Bought on Amazon
Xtool D1
Serial number: P1030228221126000164
Windows 10
Laserbox V1.1.9
Cyoder1586@gmail.com
Daniel Fernandes Hello Daniel, it seems that you have created a ticket for the issue already and one of our agents will assist you soon via email. Appreciate your patience and have a nice day!
Jeff Perkins Hello Jeff, thank you for the message. A ticket has been created for the issue and one of our agents shall get back to you soon via email. Appreciate your patience and have a nice day!
Hi
Mi laser is not engraving
My email is
Peluzo254@gmail.com
My machine is the xTOOL D1 Pro; it was working normally, when I opened XCS, an update message appeared, which I confirmed (Update successful). After that, the machine no longer recognizes the USB and is not working anymore. When I click Process in XCS, the following message appears: "The device is offline. Please connect the device."
Software version: v1.1.24
Firmware version: ???? (Cannot find usb device)
Product Serial Number: xTOOL D1S - P1030318220905000013
Computer System Information: Windows 10 Pro - OS 64 bits
Any help, please.
My email: meuviolino@hotmail.com
Software version: v1.1.24
Firmware: V40.31.005.01B7
SN# P1030252220704000028
Windows11 Home
Jesus Sanchez Hello there, it seems that you have created a ticket for the issue already and one of our agents will assist you soon via email. Appreciate your patience and have a nice day!
I sent supporting pics, as well as the unit i have, as well as videos.
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